Canadian Call Management Association
The National Voice for the Telephone Answering Service & Call Centre Industry
FALL COACH U
September 26 - 28
Line up of Hot Topics
Theme: No Looking Back – Forward We Go!
COACH U Schedule of Events
Monday, September 26
6:00 – 8:00pm COACH U Opening Reception: Ice Breaker
Tuesday, September 27
8:00 – 8:45am Networking Breakfast
8:45 – 10:30am Session: Managing Conflicts, Conversations and Personal Growth with Pat Vos
In joining us, you will experience the benefits of leaving
with several new connections in the industry… people you
can e-mail, text, and call to share best practices to
collectively up your game.
This session will be very interactive, and you will leave
with a minimum of one new strategy you’ll want to
implement your first day back/Learn to look at conflict
as both a coaching opportunity and a learning opportunity
and make sure you are coaching your team toward
cohesiveness not divisiveness.
We will have several brief assignments where you work with one other person and agree on the learnings from a recent conflict in your office. Collectively we’ll discuss and get clear on new go forward strategies
10:30 – 10:45am Coffee Break
10:45 – 12:15pm Managing People not Employees with
Leslie Wilson
Lead like you want to be led!
Open Door Moto??
Leave it at the door?
It Can Be That Simple
During this session Leslie will share experiences, stories, and knowledge
on what has worked for her and her team.
12:15 – 1:00pm Lunch
1:00 – 2:30pm Managing Super Stars, Middle Stars and Falling Stars
with Dianna Gallen and Kelly Goodwin
Who are your Superstars, Middle Stars and Falling Stars?
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How to retain you Superstars, not burn them out and keep them happy
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Engage and motivate you Middle Stars by building their confidence and increasing their responsibilities
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Coach your Falling Stars through performance improvement sessions without taking up too much of your valuable time
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2:30 – 2:45pm Coffee Break
2:45 – 4:30pm Round Table Networking
6:00 – 8:00pm Convention Opening Reception
Wednesday, September 28
8:00 – 8:45am Networking Breakfast
8:45 – 9:00 Welcome and Opening Remarks President Desiree Bombenon 9:00 – 10:30am Keynote Sarah McVanel:
Recognition: The Solution to the Great Resignation
10:30 – 10:45am Coffee Break
10:45 – 11:00am Vendor Spotlights (3)
11:00 - 12:15pm Workshop hosted by Sarah McVanel and Dana Lloyd (AnswerPlus) Where Have All the Good Ones Gone
12:15 – 2:00pm Awards Luncheon
2:00 – 3:30pm Agent Panel: Hosted by Jen Ferby
Who are you going to call? Myth Busters!
3:30 – 4:30pm Networking Break out sessions
5:30 – 7:30pm Pub crawl (3 pubs with one drink ticket & an app)
7:30 on Free evening
Pricing: Early Bird Deadline August 15, 2022
In Person: $445.00 / $399.00 before August 15
Virtual:
Single $199.00 / $149.00 before August 15
Five $745.00 / $599.00 before August 15
Ten $1190.00 / $990.00 before August 15
Registration Includes:
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2 full days of program
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COACH U Opening Reception (appetizers and 2 drinks)
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Convention Opening Reception (appetizers and 2 drinks)
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2 Breakfast
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1 Buffet Lunch
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1 Plated Awards Luncheon
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Pub Crawl
Discount of $230.00 available for delegates attending both COACH U & Convention
Example: Early Bird COACH U $399.00 plus Early Bird Convention $725.00 = $1125.00 Less Discount $230.00 = $894.00 per person
No looking back - Forward we go!
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COACH U Rocks!
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This was my 2nd COACH U and I learned a lot about myself and how I approach others.
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This is my second year attending and yet again it has exceeded my expectations. I brought an empty suitcase to take home all the knowledge and ideas that I have gained and come up with.
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This conference has been like being at a spa for my ‘working mind’. I am returning to my team refreshed, recharged, empowered and feeling strong! I can’t wait to share my experience with them. Thank you CAM-X!
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Without the COACH U supervisors would not have the tools we need to succeed
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CAM-X COACH U is a great place to be in to develop ideas, discuss, brainstorm and provide take always.
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I met some absolutely wonderful and knowledgeable people and learned some amazing new ideas to take back home.
Toronto COACH U Testimonials
COACH U 2019
Another year has passed and another amazing COACH U has enriched our lives. This year, we had amazing sessions that helped us build new skills that we will take back to our daily work lives and help us strengthen the organizations we serve.
Julianna Cantwell
Exceptional Leadership Workshop
Comments from the delegates:
“I really enjoyed this workshop. It is immediately relevant to my daily tasks as a supervisor/manager. I also found that Julianna spread out the topics in a smart way and had lots of activity breaks (group conversations etc) which helped to break it up and make sure it didn’t feel like a lecture. It felt very interactive and engaging.”
“I thought Julianna was wonderful and I walked away from the session feeling confident that I had the ability and now knowledge to be a better leader and confront feedback with others in a constructive way.”
“This was a great session. I am already finding opportunities to put some concepts into practice.”
“Amazing!”
Learn more here:
Roundtable Networking
Delivering Disciplinary Type Feedback
With Leisa McDonald
Setting Goals for Self and Others: SMART Planning
With Gloria Tonne
Bud to Boss
With Leslie Wilson
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Doug Swift
Culture in the Workplace
Doug shared with us the process and habits that produce a healthy work culture where people are happy to come to work and are able to find meaning and fulfillment in their work.
What the 2019 delegates had to say:
“The opportunity to network with my peers is so valuable to me. I get inspired talking to others and listening to how they tackle particular issues in the call centre. All of the leaders at each table did an amazing job! Thank you!”
“This session was very thought provoking for me. Doug is a wonderful speaker and story teller. I loved that he shared the growth of culture in his own organization and what it meant to the staff and the whole team.”